Job Title: Customer Consultant (Service & Technical)

JOB DESCRIPTION

Job Title: Customer Consultant (Service & Technical)

Reporting to: Team Manager

As a member of the Customer Service Department you will deliver an exceptional and trusted customer experience. A self-motivated team player with a passion for outstanding customer service in everything you do, you will demonstrate excellent communication skills using your enthusiasm and drive to engage, inform and inspire our customers. You will have excellent product technical knowledge and be recognised as an expert. You will be able to take ownership of customer complaints and queries in order to build and strengthen customer relationships, promote the brand and build advocacy and loyalty that drives recommendation and repeat purchase.

Summary of main duties, responsibilities and skills required:

Customer Management Skills

· Develop the customer relationship by ensuring ongoing communication to inform of progress and maximise the opportunity to resolve any issue in a timely manner

· Maintain excellent case management, consistently review and update with clear and concise information

· Consider the brand and commercial implications of any query/issue when recommending a resolution

· Consider preparation and application when recommending products to avoid post application complaints/issues

· Use appropriate questions to help identify root cause when an issue is raised to ensure remedial action or recommendations fully resolve issues raised

· Be recognised as a product expert and build customer confidence to encourage brand loyalty that results in repeat purchase

· Participate in activities that will improve overall business understanding and drive performance improvement

· Identify sales leads opportunities from queries raised by customers and be able to offer the full product range and take them to point of sales closure

· Help and guide our customers with product advice and ensure the full product range is offered

· Own, record and monitor all weekly targets, escalate and request support where these are not achieved to ensure corrective action

· Communicate to customers explaining technical issues in a manner that is easily understood without the use of jargon and where the agreed resolution outcome is clear

· Negotiate and minimise excessive compensation requests whilst considering both the brand impact and commercial needs

· Work with internal teams and external partners to ensure we achieve a consistent response and aligned approach

· Escalate issues quickly through appropriate escalation channels

· Ensure full adherence and compliance to all internal and external procedures

Previous experience as a decorator or someone who has worked on a trade counter is essential

They will need to demonstrate sound knowledge in application of paint and wallpaper

Customer Service Skills

· Ability to adapt to consumer needs and utilise appropriate communication style/approach

· Effective conflict resolution skills and experience

· Problem solving and decision making skills

· Ability to challenge effectively across all levels and customer types

· Exceptional organisational skills with sound ability to prioritise work load

· Proven track record in complaint handling

· Excellent technical product knowledge

· Accurate data entry and processing

· Inspire confidence through positive attitude and passion for our products, close sales and drive business improvements to enhance our service offering

· The ability to challenge appropriately at all levels to drive process and business improvements that enhance our service offering

· Computer and system literate

General Duties

· Be prepared to work across teams to share your knowledge and develop/learn new skills and ensure sales and service are never compromised

· Be prepared to travel for stockist/showroom visits to improve knowledge

· Ad hoc duties as required

Behavioural:

· Approachable

· Solutions orientated

· Team player

· Drive, Enthusiasm and a Proactive, ‘can do’ attitude

· High level of confidentiality

· Ability to adapt to different situations

· Lead by example by ‘living’ the organisations values each and every day and demonstrating high levels of motivation.

· Take responsibility for identifying personal development to improve overall understanding of the end to end customer experience to build knowledge and expertise

· Quality / right first time focus

· Proactive and inquisitive

· Conscientious

· Ability to grow and develop with the business and the role

Must be prepared to work as part of a team and assist or carry out other duties during periods of high workload, sickness, holidays and emergencies. This is an outline Job Description and employees are expected to undertake other duties as directed.